Service Desk Manager

  • Job ref:


  • Location:

    London, England

  • Sector:


  • Job type:


  • Salary:

    £55000 - £60000 per annum

  • Contact:

    Tom Barrett

  • Email:

  • Published:

    about 2 years ago

Service Desk Manager

Location: London

Salary: £55,000 - £60,000 per annum

Benefits: Flexi-leave, 25 days leave plus 8 bank holidays, award winning pension, relocation package to help with moving to London.


The Service Desk Manager will lead a team to operate the Service Desk as the primary point of contact for users when there is a service disruption. The Service Desk provides a point of communication to the users and a point of coordination for other groups therefore the role requires efficiency, good communication skills and natural teaming skills.

A typical day includes managing your roster of staff, taking your turn on the help desk, liaison with a variety of internal and external stakeholders and engaging on the attainment of service levels and the planning and performance of system and service fixes.

As a manager, you will also be involved in the collection of management data, the preparation and presentation of reports, service planning and the management of change.


A good working knowledge of Wintel IT systems with a broad scope of skills and experience of mainstream IT infrastructure services and components including:

  • Microsoft Active Directory directory services

  • Good understanding of networking including TCP/IP, DNS and DHCP

  • Server installation and builds

  • Virtualisation technologies including VMware and Microsoft Hyper-V

  • Workstation builds and deployments including Microsoft WDS and MDT

  • Practical experience of implementing security policies and system lockdowns including Microsoft Active Directory GPOs, application whitelisting/blacklisting and device/media control

  • A good understanding of IDAM solutions including PKI services

  • A good working knowledge of at least one Microsoft Back Office product (e.g. Exchange, SQL, SCOM/MOM, ISA/TMG, LYNC, ILM/FIM)

  • Implementation and management of enterprise class Anti-Virus product

  • Implementation and management of enterprise class Backup solution

  • Implementation and management of enterprise class Patching/Update solution including Microsoft SUS/WSUS

Desirable skills:

  • A good working knowledge of enterprise Firewalls (Cisco PIX/ASA, McAfee, F5)

  • Cisco networking to CCNA level

  • Citrix Terminal Services/XenApp services

  • A good working knowledge of 'Nix operating systems (Solaris, Linux)